Business Profile

Bus Lines

Megabus.com

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Megabus.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

145 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/21/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im writing in regards to:Reservation # **-6142-051523-M21R-0020-WAS-NEW Date: May 15, 2023 From: **************, ************* (12:20 AM) To: ********, **, H3137****383530343639H Bus Stop - ********************************* (5:15 AM)Cost: $54.98 There was a problem with the bus or bus driver. The bus driver turned around and had ** wait for the next bus. The scheduled arrival time for this ticket was 5:15am to **, but we didnt arrive until 7:15am. Because I needed to be on time for work, the two hour delay caused me to be late to my job. Very stressful. The driver was unapologetic and wouldnt provide an explanation. H3137****383530343639H offered a voucher for future use but I wont be riding H3137****383530343639H in the future. A two hour delay is very significant, especially when the driver cant provide a reason. A refund back to my CC of the $54.98 ticket amount is a fair request.
Business Response
Date: 06/02/2023
Hello *********,

Were very sorry for the long delay you experienced on your trip.

We have refunded your booking in the amount of $54.98USD. Please allow 3-5 business days for this credit to post to your account.

We hope you will give ** the opportunity to serve you again.

Thank you for choosing Megabus.

Sincerely,
Megabus Escalation Team

********************************
Customer Answer
Date: 06/02/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************************
Initial Complaint
Date:05/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I am reaching out due to a Megabus trip taken on Sunday, April 30.I had paid for a ticket from ************ to ** but realized I needed a reverse ticket. I went to a bus driver at a nearby Megabus stop that told me to switch the direction there was only a fee cancellation.However when I returned to the bus I realized that the information was inaccurate and they charged me again for a ticket. The problem that I have with the business is that the employees jokingly took my card and proceeded to pretend as if my information didn't go through which is beyond unprofessional. As someone traveling, I found this to be very unprofessional as this is unfortunately a tactic used for people to steal information. It was happening in the middle of a torrential downpour and I was in an emergency so I did not have any other option. I bought this up with the Megabus team which did not address the issue. I am asking for my refund for this trip, and to have the behavior addressed. Thank you for your time.
Business Response
Date: 05/09/2023
Hello *****,
We appreciate the information you provided about our employees and we apologize for this incident.

Customer service is our highest priority. We wouldn't be who we are without you, our valued customer.

The details included in your email has been forwarded to the General Manager who will provide feedback to the employees concerned.
Please be advised that there is a $5.00USD standby fee for passengers who need to change their reservations same day at select Megabus stop locations.
We can only see where you were charged a total of $48.97USD for your order number AJREROA.
Thank you for choosing Megabus and we hope you give ** another chance to serve you again in the future.
Sincerely,
******
Customer Service Escalation Lead
************************
Initial Complaint
Date:05/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hey *****,When coming to terms with compensation for the disastrous trip on 5/30/23 please remember that people were stranded for close to 6 hours. We had no where to purchase snacks, or a place to sit outside. We disembarked the assigned broken bus because it was smoking and we were inhaling the gaseous fumes of the bus. After waiting for 2 hours outside we returned to the dark for several reasons:1. Storm clouds were gathering, the winds had picked and the temperatures had dropped.2. It was getting dark.3. Most of our phones internet connections were delete, we needed to recharge.Therefore the bus that reeked of gasoline fumes was our only option. For myself I have a son who is autistic with diabetes. My small store of snacks had ran out. There was another mother with a 6 year old child.This is unacceptable. My first question is why did we switch buses? The bus that left *********, ** was operable. We were told that we were going to pick up the passengers of the inoperable bus. Once we got there we were herded out the working bus and the passengers that were headed to ** boarded the bus that we were on. Then the driver told ** that we were taking the bad bus to *******. Within 2 minutes the bus started smoking and the smell of engine oil and gasoline permeated the cabin of the bus. We were gaslighted.We were left to the environments of *******, ** for close to 4.5 hours. After charging our phones some people called door dash to deliver pizza. This is something that Megabus should have done.We reached ******* at approximately 2:15 in the morning, passed the time that ***** operates.Again your passengers were left to their own devices. Personally I called LYFT and spent $40 in carfare. This something else that Megabus should had planned out by offering there customers either Uber/Lyft vouchers.Well this 68 year old woman has had enough of this type of treatment and have declared that this will be her last rodeo with the Megabus
Business Response
Date: 05/09/2023
Hello *******,

I hope all is well.

I apologize for the frustration you are experiencing. Our customers matter to ** and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause. It is our goal to ensure we are doing everything we can to make our customers happy.

I am very sorry for the long delay you experienced on your trip.

Our buses are inspected by our drivers every day but unforeseen issues can still occur on the road.
After investigating this matter, I see the bus was broken down for 3 hours and 59 minutes.

We have refunded you the cost of your reservation for the inconvenience on May 4, 2023.

Unfortunately, we cannot provide you with additional compensation.

I apologize again for any inconvenience we have caused you.

Thank you for choosing Megabus. We appreciate your patronage!

Kind regards,
******
Customer Service Supervisor
*************************************;
Initial Complaint
Date:03/21/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I tried purchasing a bus ticket and it was supposed to arrive in the afternoon but when I checked out I kept getting an error and then I had to do it 3x and somehow when it went through at the end I ended up with a ticket arriving at 4:50pm on a Friday which I never would have been able to do due to religious observance. I dont know how this happened but I couldnt take that bus and the original one was gone and I ended up having to buy a train ticket instead because the ticket emailed wasnt the one I originally wanted and tried checking out with. Please refund ***** euro. Thank you
Business Response
Date: 03/27/2023
Hello *******,
I apologize for the frustration you are experiencing. Our customers matter to us, and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause. It is our goal to ensure we are doing everything we can to make our customers happy.

I am eager to address your concern, but I can't find your account.

Please resend your information along with your reservation number so we can investigate and respond to you.

If you do not have your reservation number, please respond with your trip details (origin, destination, date and time of travel) and the email address used to make this purchase.

Thanks for choosing megabus.com. We appreciate your business.
Kind regards,
*******
Initial Complaint
Date:03/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a ride to ****** on February 17 through the site the location was changed from downtown to another locations. There was not visible signs as to where the bus was and also where I was to bored the bus did not have the mega is logo. This was and issue also the bus was old ams not up to standard. I requested a refund for the issue and received a 2 voucher codes not for the amount of my ride.
Business Response
Date: 03/19/2023
Hello ***********,
I apologize for the frustration you are experiencing. Our customers matter to us, and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause. It is our goal to ensure we are doing everything we can to make our customers happy.
Our buses are cleaned after each trip, I have sent your complaint to our escalation team.
After investigating this matter, I see we have uploaded that information on our website at www.megbus.com about our bus stop.
Unfortunately, I cannot honor your request for a refund. But we have provided you a redemption code that is valid for one year from the purchase date.
I apologize for any inconvenience we may have caused you.
Thank you for choosing Megabus.com. We appreciate your business.
Kind regards,
*******
Customer Answer
Date: 03/19/2023

Complaint: 19548378

I am rejecting this response because: The bus that I was provide in no way shape or for is the bus that is pictured on the advertisement via the website. This is bait and switch issue the bus is not labeled mega bus as well has missing amenities promised. I refuse this as I did not receive the service as advertised. This is a deceptive practice.

Regards,

****************************
Business Response
Date: 03/27/2023
Hello ***********,
Our buses are cleaned after each trip, I have sent your complaint to our escalation team.
We have checked your account and see that a 100% redemption code worth the cost of your reservation was emailed to you at ************************ on March 5, 2023.
Unfortunately, I cannot honor your request for a refund. But we have provided you a redemption code that is valid for one year from the purchase date.
I apologize for any inconvenience we may have caused you.
Thank you for choosing Megabus.com. We appreciate your business.
Kind regards,
*******
Customer Answer
Date: 03/28/2023

Complaint: 19548378

I am rejecting this response because:the reception code has an expiration date and will expire before I might be able to use it

Regards,

****************************
Business Response
Date: 04/03/2023
Hello ***********,

Your redemption code is valid for one year from the issued date March 5, 2023.
If you are having trouble and/or your redemption code are expired before you are able to use them please reach out to our customer service at **************************************************************.
Our agents will be happy to assist you with your redemption codes.
I apologize for any inconvenience we may have caused you.

Thank you for choosing Megabus.com. We appreciate your business.

Kind regards,
*******
Initial Complaint
Date:02/21/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I would like a refund in the amount of $27.31 CAD. I had a scheduled departure Friday, February 17th at 8:05AM (1-8614-021723-2720R-0805-SCT-KRK). Due to the bad weather, I had the feeling bus would be late. Therefore, I went to megabus' online tracker website. The online tracker stated the bus would arrive at 8:50AM. Because megabus stated the bus would arrive only at 8:50AM, I wasn't at the stop at 8:05AM. Turns out the bus did arrive at 8:05AM and I missed it. I wouldn't have missed the bus at all if megabus's online tracker honestly stated that bus was on time.
Business Response
Date: 03/02/2023
Hello ****,

I am sorry to hear that you have experienced this issue and for any inconvenience that this has caused you.

We have refunded you in the amount of $11.30CAD on 3-2-2023 as we understand the inconvenience caused as a result of this matter.

Please allow 3-5 business days for the funds to return to the account associated with the payment method used to book.

Thank you for choosing megabus.com. We appreciate your business.

Kind regards,

Megabus Customer Support Team

*************************************;
Customer Answer
Date: 03/02/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************
Initial Complaint
Date:01/20/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am seeking a refund for tickets purchased due to the utter confusion of your website. On December 7th, I purchased round trip tickets from ************ (12/31/2022) to ************* (1/2/2023). I was traveling with one other person from ************* in ************, so 2 tickets were purchased for the 6:10 AM bus (Ref 5/6-9202-123122-M23R-0610-***-NEW). On December 30th, upon pulling up my tickets, I noticed another ticket from the Market Street stop for 6:20 AM (ref 4-3621-123122-M23R-0620-PHI-NEW) - which is the same bus at the next stop totaling $27.99.Additionally, I found the same issue with my returning trip from ***. As before, I purchased 2 tickets (Ref 7/8-9411-010223-M23R-1815-NEW-***) and found an additional 2 tickets booked (ref 9/10-3688-010223-M23R-1815-NEW-PHI). This was a total of $28.98. I immediately called on 12/30/22 after I noticed this, and was met with an answering machine. I then emailed your "virtual assistant" and was informed I'd get a response in 3-5 days. I called on January 2nd, because and the customer service representative informed me that no one dealt with these matters over the phone, and told me to wait for a response to the email I sent on 12/30. On January 8th, I was emailed a response stating The date of your trip has already passed so your ticket is no longer valid.. I dont even understand what that means.The absolute confusion of your check out process and the cart caused us to purchase an additional 3 tickets to the same place. I am forced to pay for 3 empty seats. If someone was able to answer my questions ahead of the trip, I would plausibly not have had this problem. I was offered a redemption code, but I am requesting a cash refund of the $56.97 paid. During my return from ***, I was met with a customer yelling at us and the bus attendant because we requested she move out of our reserved seats. There was no support from the bus attendants, therefore, I have no plans to ever use your services again.
Business Response
Date: 01/25/2023
Hello **********,
I am sorry to hear you are experiencing this issue and for any inconvenience that this has caused you.

I have reviewed your account and see that we successfully refunded you in the amount of $57.97 on January 25, 2023.

If the refund is not yet reflected in your bank account, please note, some institutions can take between 3-5 business days. If you do not see the funds returned to your account,please contact your bank and advise of the date we provided the refund.

Thank you for choosing megabus.com. We appreciate your business.

Kind regards,
*******
Customer Answer
Date: 01/25/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************************
Initial Complaint
Date:01/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My girlfriend and I took a Megabus from ********** to ************* on 12/29 which broke down several hours from ********, leaving ** stranded for approximately 4 hours. The bus driver provided little to no communication updates to the passengers during this period and we were left wondering when we would be able to make it to the city. We ended up having to cancel our plans that evening. We were provided vouchers for future Megabus trips but given the level of the service we received we have no intention of using Megabus again and asked customer support for a full refund of our trip ($159.98). Without providing any explanation as to why, they responded that they would not provide a refund.
Business Response
Date: 01/11/2023
Hello ****,
I apologize for the frustration you are experiencing. Our customers matter to us, and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause. It is our goal to ensure we are doing everything we can to make our customers happy.
Im sorry there was a breakdown on your trip. Our buses are inspected by our drivers every day, but unforeseen issues can still occur on the road.
After investigating this matter, I see our team has alerted you via email about the breakdown. Also, due to our compensation policy, we have provided you with the correct compensation.
I apologize for any inconvenience we have caused you. Unfortunately, I cannot honor your request for a refund.
Thank you for choosing Megabus.com. We appreciate your business.
Kind regards,
*******
Customer Answer
Date: 01/11/2023

Complaint: 18675147

I am rejecting this response because:
The level of customer service we received during and after the breakdown was simply unacceptable. Megabus does not operate in the city that we live in (********) and we have no intention of booking any further travel for a company with this level of customer service using the vouchers provided. Refusing to honor my simple and reasonable request for a refund and insisting that adequate compensation was provided is absurd.

Regards,

***********************
Business Response
Date: 01/25/2023
Hello ****,
I apologize for the frustration you are experiencing. It is our goal to ensure we are doing everything we can to make our customers happy.
Our team alerted you via email about the breakdown as soon as we were aware of it. Due to our compensation policy, we have provided you with the correct compensation.
I appreciate the feedback and will forward this to our customer service team.
I apologize for any inconvenience we have caused you.
Thank you for choosing Megabus.com. We appreciate your business.
Kind regards,
*******
Customer Answer
Date: 01/25/2023

Complaint: 18675147

I am rejecting this response because:

I think it's pretty clear what's going on here. Megabus doesn't really care about customer satisfaction or making a bad situation that they caused right. I will continue to make sure that I let everyone know about the level of service we received from Megabus and the customer service that was provided afterward (or lack thereof).

Regards,

***********************
Initial Complaint
Date:12/27/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express extreme disappointment in the level of customer service I received over email and from the call centre at Megabus. My return trip was booked for December 24 from ******* to *******. I understand that Megabus is not responsible for delays or cancellations caused by traffic, road conditions, weather or other causes over which it has no control. I as the customer am also not responsible for the weather, cancellations, traffic and road conditions. My trip was booked during the worst winter storm that has been experienced in the *** for a very long time, a storm that resulted in road closures, airport closures and sadly several deaths due to the storms severity. As a result of this storm, my return flight to ******* was cancelled as the airport was closed because of unsafe conditions. I reached out through email on the 23rd of December to ask for a refund or voucher in order to be able to book my return trip home once I was provided with a return date from my airline. I received a reply by email from ****************** on December 26th stating that my booking had passed and nothing could be done. I was dealing with two other travel companies who were empathetic to the fact that a storm of this extremity has never been experienced and they were both helpful in providing adequate solutions. I found ********* response to be flippant and inexperienced, the complete opposite of the values that Megabus claims to uphold. My follow-up call to the customer care line was just as disappointing, as my agent **** was just as flippant as ******** and terrible in how he communicated with me. His tone was very obtuse and unaccommodating. There was zero acknowledgement of the fact that my email was not replied to in a timely manner which would have allowed me to re-book my ticket to return home. The onus of responsibility was placed on me, over a Christmas holiday weekend, but also a time when nobody could predict the outcome of the weather. I remain disappointed.
Business Response
Date: 01/03/2023
Hello *******,
I appreciate the information you provided about our employee, and I apologize for this incident.

Customer service is our highest priority. We wouldn't be whom we are without you, our valued customer.

The details of your complaint are currently under review with our escalation team.

After investigating this matter, I have honored your request for a refund for your reservation 11-3320-122422-AT01-0340-BFU-TON. I refunded you in the amount of $37.00 on January 3, 2023.
Please allow 3-5 business days for the funds to return to the original payment method.
Thank you for choosing megabus and I hope you give us another chance to serve you again in the future.
Kind regards,
*******
Initial Complaint
Date:12/22/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Megabus (not I) canceled a trip I purchased in 10/22 and did not inform me. I did not find out about the cancellation until I got to the bus terminal on the departure date of 11/25/22.Without my asking, Megabus refunded a portion of the ticket cost($42.99) but not the $3.99 booking fee. I have asked numerous times for the booking fee of $3.99 to be refunded but each time, Megabus has declined stating that tickets cannot be refunded. (See 12/22/22 response from Megabus)Ticketing information is below.Reservation summary for order AJLTSEI Reservation Number 2-8999-112522-M74R-1615-***-BAT Ticket Date: November 25, 2022 From: *******, **, ********* ******************* at *************************************** (4:15 PM)To: ***********, **, NE Corner of ************* and ********* (*************) (9:15 PM)Seat(s): 9 Passengers: 1 Price: $42.99 (inclusive of reserved seat price: $3.00) Cost and Payment Summary Ticket Price: $42.99 Booking Fee: $3.99 Total Paid: $46.98 I have been refunded $42.99. I have Not received the additional refund of $3.99. Again, Megabus canceled the trip. I did not cancel it. Response fromMegabus on 12/22/22: Unfortunately, your reservation can't be canceled or refunded after it's been purchased but you can change your reservation as long as it's more than three hours before your scheduled departure time.Check out this link ********************************************************** for more information on how to change your reservation.
Business Response
Date: 01/03/2023
Hello ********,
I apologize for the frustration you are experiencing. Our customers matter to us,and I appreciate you bringing these types of issues to our attention so that I can investigate and get to the root cause. It is our goal to ensure we are doing everything we can to make our customers happy.
After investigating this matter, I see we have refunded you in the amount of $42.99 on November 7, 2022, at 6:33 a.m. We also refunded your $3.99 on December 29,2022, at 7:31 a.m.
If the refund is not yet reflected in your bank account, please note, some institutions can take between **** business days. If you do not see the funds returned to your account, please contact your bank, and advise of the date we provided the refund.
I apologize for any inconvenience we have caused you.
Thank you for choosing Megabus.com. We appreciate your business.
Kind regards,
*******

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